IVM does not answer calls

1. Is IVM in [ON] Mode? Click on the [ON] button on the top right of the IVM Main Window so that it displays red.
2. Is your voice modem or telephony device listed in the line devices list on the Devices tab of in Settings? If you are unable to add the device, please see Telephony Hardware (TAPI and driver issues).
3. Turn AutoHours off in Settings.
4. Check your OGM using OGM Properties. Can you play the message? Turn off all Date and CID Validity Checking and untick the Play External Wav File option.
5. Is some other software using the modem or telephony line device? Are you currently connected to the Internet using that line?
6. If you are attempting to use a modem, is it a true voice modem?

If none of the above solves your problem, please see Telephony Hardware (TAPI and driver issues) for hardware related tips.

IVM answers the call but does not play a message

1. If you are attempting to use a modem, is your modem a true voice modem?
2. If you are attempting to use a Dialogic Telephony Card, have you installed the Wave drivers (in addition to the TAPI drivers)?
3. Check the OGM (Out-Going Message) Properties under the IVR Profiles tab.

If none of the above solves your problem, please see Telephony Hardware (TAPI and driver issues) for hardware related tips.

Call hangs-up mid message or during recording

This can happen when the hardware is misdetecting the end-of-call tone during playback or recording. If it happens during playback, turn off the "Enable end-of-tone detection during playback" option using the "Advanced Line Settings" from the Devices tab of Settings. If it only happens during recording, turn on the "Enable end-of-tone detection during playback" option but turn off the "Enable software based end-of-call detection" option.

Recording does not stop when the caller hangs-up

If you have end-of-call tones on your line check you have turned on the "Enable end-of-tone detection during playback" option using the "End of Call Tone Detection Settings" from the Devices tab of Settings.

If your line has silence at the end of calls increase the Record Detect Level a little.

Transfer Problems

IVM cannot directly transfer between VoIP and conventional telephone lines. To do this there needs to be some form of VoIP to PSTN gateway, such as a FXO Adapter or a VoIP gateway provider.

Sometimes IVM dials too quickly for the PBX or your phone company. In that case you may need to insert a pause (',') or longer pauses (',,,') using commas after the flash character ('!') and after the dialed digits.

Another possible problem with transfers that use a hook flash is that different countries and different phone systems can require different flash times. Check your PBX flash time or ask your telephone company (if you are not using a PBX).

• For professional telephony cards, you can usually set the flash time in the hardware settings. Enter the device properties from the "Telephony Lines" tab on the web application.
• For voice modems you can add the Extra Setting S29=X where X is the flash time in tenths of a second. Add the S29=1 setting to the "Extra Settings" for the modem (Settings / Devices / Properties / Configure / Connection / Advanced).

How to place a caller "on-hold"

In the previous example you might want to place the caller "on-hold". You could have a response such as "* - go to 'OGM on-hold' ". The on-hold OGM will play a suitable .wav file (and repeat it if necessary). There would be an escape response in this OGM (e.g. to return to the previous OGM or to be transferred).

How to Pick-up Call using Same Line (pseudo-transfer)

(1) Create an OGM (the "Hold OGM") with an message of say "please hold the line" then say 3 minutes of "hold" music". (2) Under the Key Response tab of the Hold OGM's Properties have: Press '#' - Hang-up (immediate). (3) Under the Advanced tab of the Hold OGM's Properties, tick the "announce call through speakers" option and browse to find a suitable wav file (ideally this could say... "Call for ..."). (4) Under the Key Response tab of the Main OGM's Properties have Press 1 - "Go to OGM... Hold OGM". When a caller presses 1, you will hear the account file (e.g. "Call for Jay") through your speakers while the caller hears hold music. To 'take' the call simply pick up the phone and press #.

The audio quality is poor

The audio quality is determined by the modem. Some voice modems offer only very poor quality voice. If audio quality is important, you should consider purchasing a professional telephony card. See Telephony Hardware for suitable cards.

IVM includes a playback gain device, playback tone control and playback dynamic range compressor which can be used to improve audio quality. See Line Playback Settings for more information.

How to Make it Louder/Softer on the Telephone

You can change the Volume Level under the System Settings in the web application. (Note the actual change is limited by your telephony device).

Caller ID is not displayed or displays "Unknown"

1. Your voice modems might not support caller ID (not all do). Check your modem manual.
2. You need to set IVM to answer after at least 2 rings.
3. Your phone system may not have caller ID (sometimes you need to pay for the feature).
4. If you are using a PBX extension, your PBX might not support caller ID.

Email forward of messages fails

1. Have you entered your ISP SMTP mailhost server using the Email Settings button on Mailbox Properties?
2. If you receive an error message when attempting to send mail with SMTP your server may require authentication (i.e. username and password) to send email. Use the format smtp.yourmailhost.com:username:password for the mailhost.

If none of the above solves your problem, please view the up-to-date IVM Online Technical Support at www.nch.com.au/ivm/support.html. If that does not solve your problem, you can contact us using the technical support contacts listed on that page.